As of Friday, after buying a film (Paddington 2), I noticed that the movie only plays in PCM. Going through other titles I note that most play with DD+ 5.1 but some don't. All are labelled as 5.1. I use a Yamaha RXV383 amp running the latest firmware. My old Roku Streaming Stick is also running the latest. With Netflix everything plays in DD+ so I cannot figure out why Prime Video doesn't encode all files. Very annoying. Any ideas?

It's not you - exactly the same is happening with me; Roku 3 and Yamaha RX-V677.I have always, always been able to decode DD+ 5.1 titles on Prime Video but lately, it's a bit more hit and miss.

The Grand Tour as an example; Season 1: all episodes are detected as being encoded with DD+ 5.1. Season 2: Episodes 1-8 are DD+, 9-11 are PCM 2.0.Can anyone verify this?

Amazon have obviously changed the encoding somehow. I've had the most infuriating conversation with an Amazon 'support' person but finding someone who understood what "audio" was, never mind Dolby Digital or PCM was a challenge so I gave up.

I was refunded for the film purchase and spoke with a nice representative. He said he had escalated this and it would be looked into. I noticed it only happened with two films put up last week... all older titles fine.

If you wouldn't mind when checking, can you compare The Grand Tour S2E8 and S2E9? The former is in DD+, the latter in stereo PCM.

The new season of Sneaky Pete seems to be fine (DD+) so it doesn't appear to be consistent with date, unless that was encoded a while ago... who knows. Does anyone even know what format the audio from Prime is in?

Please try the following steps:1. From the Roku Home screen, open the Prime Video channel.2. Select "Help & Settings", then "Sign Out" and confirm. You'll be taken back to the Roku Home screen once sign out is complete.3. Re-open the Prime Video channel and select "Sign In" from the menu.4. Select "Get Started on Your Roku" and enter your Amazon account e-mail address and password.

You can alternately select "Get Started on the Amazon website" from the "Sign In" screen to complete re-registration on your computer. Enter the provided 5-character code on the following website:

Your screen will automatically update to confirm that your Roku is registered to your Amazon account.

Also, please try disconnecting all your device and connect again.

If this doesn’t fix the connection problem, please contact Roku for further support.

Roku Customer Service is available 24 hours, 7 days a week at:

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